L3 Contact Center Job In Varite India Private Limited In Mumbai, India

• Expert Level knowledge in Operating, Designing and Troubleshooting Cisco's Contact Center Enterprise Systems
• Inbound Voice (IVR, Agent), Outbound Voice Dialer Campaigns, eMail and Web chat
• Inbound Voice (IVR, Agent), Outbound Voice Dialer Campaigns, eMail and Web chat

• Technical
  • Expert Level knowledge in Operating, Designing and Troubleshooting Ciscos Contact Center Enterprise Systems
  • Channel Experience across Inbound Voice (IVR, Agent), Outbound Voice Dialer Campaigns, eMail and Web chat functions, Conversational IVRs, Reporting, Campaign Managers (like LCM,etc), Voice Recording, such as, NICE and Calabrio
  • Clear understanding of the business functions and sensitivity of service availability for the business
  • Hands on ability to troubleshoot system components by collecting platform logs, across various components in the call/interaction flow
  • Hands on capability to configure end to end components across CCE
  • Hands on experience with writing SQL Queries
  • Drive RCA for all critical and recurring issues including cross vendor
• Business Management
  • Coordinate with the business unit leads to capture new or complex requirements, devising solutions that will ensure business goals are met
  • Customer Relationship Management
  • For Moderate and Complex Changes, help prepare a project plan with key steps, milestones, dependencies, risks and success criteria.
    
    
  • SLA Co-owner from a Technical end
  • Change Management Co-owner
  • Stakeholder management
  • CSAT and Customer Delight Owner
  • Business Renewal and New Business for Cisco
• Team Management
  • Excellent at interpersonal abilities
  • Excellent Trainer to help elevate the technical team
  • Ability to identify, motivate and cultivate top talent from the team and market
  • Drive Technology Excellence and improve technology adoption (identify and add more features)
  • Maintaining Top Talent and Competency buildout
• Operations:
  • Incident and Escalation Co-Owner
  • RCA Owner
  • Co-owner for Vendor Management Ciscos partners, Technology providers etc
  • CSAT and Customer Delight Owner
  • OEM Issue Escalation and Remediation
  • Identify Automation, Technology and Operations Excellence Opportunities
  • Prepare, define MoP and text business continuity plan for individual system component failure and/or Disaster Scenarios
  • Identify Gaps in Local or Geo-HA and keep customer/business informed of the pit falls.
    
    
  • Where required, along with the customer identify remedies to keep lights on for such failures
  • Ensure the system i Drive operations Excellence by
  • Ensuring Industry, OEM and customer baselines are adhered to on a continuous basis, ensuring team maintains a clear list for
    • Maintenance of a Change Management, Incident Log book
    • Knowledge Base is constantly updated
    • Software and Hardware Matrix is prepared, updated and available for use
    • Repository of Platform Backups are maintained at all times
    • Record of System Patches by component and SW Repository of System Patches and base SW is always maintained
    • Maintain repository of SW and HW Models, Counts, Location, Support Contracts, EoL and EoS Dates and other required details always.
      
      
    • Maintain and update all Design,
  • As Built and Test Documents as relevant operations
  • Conducting iterative reviews and revisions of design documentation
  • Experience:
  • Atleast 5 Years Hands-On Experience Cisco Contact Center Enterprise Solutions Technology: Large Scale Cisco Contact Center Operations including Inbound Voice

• Skill Category : Niche
• ICIMS RR ID # : NA
• Client Name : Cisco Systems Inc
• Engagement Type : T&M Competitive 1-3
• Vertical : (No Value)
• Must-Have Primary Skill : Application Management-Development-VPN Clients-Sonic Wall, Cisco, F5 VPN etc
• Primary Skill: Yrs Experience : Expert (5+ Years Experience)
• COVID-19 Vaccine Required : (No Value)
• Client-Accepted Visa Types : (No Value)

Varite India Private Limited is looking for Any Graduate / Post Graduate profile candidates.